Operational Leadership
* Own end-to-end delivery of back-office operations across multiple
processes/functions
* Ensure adherence to SLAs, KPIs, and regulatory/compliance requirements
* Drive operational stability, risk mitigation, and issue resolution
* Lead capacity planning, workforce optimization, and productivity improvement
initiatives
Process Excellence & Transformation
* Identify opportunities for process re-engineering, automation, and
digitization
* Lead Lean, Six Sigma, and continuous improvement initiatives to reduce cost
and errors
* Partner with technology, analytics, and transformation teams to scale
solutions
* Deliver measurable advantages such as FTE savings, cycle time reduction, and
defect reduction
Stakeholder & Client Management
* Act as the primary escalation point for senior internal and external
stakeholders
* Present performance insights, risks, and improvement plans to leadership and
clients
* Translate business requirements into operational execution plans
* Build strong cross‑functional partnerships (IT, Risk, Compliance, HR,
Finance)
People & Capability Management
* Lead, coach, and develop senior managers and operations leaders
* Build high‑performing, customer‑centric teams with strong governance and
accountability
* Drive engagement, talent development, succession planning, and attrition
management
* Foster a culture of ownership, discipline, and continuous improvement
Governance, Risk & Compliance
* Ensure compliance with regulatory, audit, and internal control requirements
* Own operational risk management, including incident management and
remediation
* Support internal/external audits and implement corrective actions
* Ensure data privacy, information security, and business continuity adherence
Key Metrics & Outcomes
* SLA and KPI achievement (Productivity, Quality, TAT, Accuracy)
* Cost optimization and efficiency gains (FTE savings, automation benefits)
* Reduction in customer complaints, rework, and operational risk e
📌 Assistant Vice President (Pune)
🏢 EXL
📍 Pune